Absolute mess with new contract.

[notimpressed67]

Tried to get a downgrade from previous Halo 3 contract after it ran out and I was in "rolling". New contract for Fibre 1 was accepted  7th February 2026 email confirmed. I've had 2 routers sent for I assumed the new contract. No activation information sent by BT. Screen shot taken. I keep getting text messages  Return your equipment.  I sent back the first router which arrived already opened with no cables. I took photos as proof. BT acknowledged it had been returned. I'm now still getting the text again to "return your equipment" my account details still show I am under Halo 3  I tried "Track order progress" and the wheels kept turning as the BT portal couldn't find any contract at all. Meanwhile I am still being charged for Halo 3 and an extra router. What a mess.

[imjolly · Accepted solution]

try contacting billing using message now and see if they can help you sort it out

https://www.bt.com/help/contact-bt/account-and-billing/broadband